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Business Profile

Restaurants

The Krystal Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Restaurants.

Complaints

This profile includes complaints for The Krystal Company's headquarters and its corporate-owned locations. To view all corporate locations, see

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The Krystal Company has 251 locations, listed below.

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    Customer Complaints Summary

    • 102 total complaints in the last 3 years.
    • 17 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/30/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I went Kystal yesterday in ************ ******* the address is ************************************************************************************************ I asked the employer did they have any plastic bags to put my order in since I had two of them and they stated they was out of them I also asked do you have a carrier to put the drinks in the manager stated they don't send them to this store no matter how many time I put them on my list remind you this is not the first time that the manager have told me this I go there pretty regularly because I work in home health and my patient love to get food there on Wednesdays the manager I believe to be her daughter is the one that took my order and another employee gave it to me so once again I made the statement of how do y'all expect a person that come in and have more than one order to carry the food and the drinks out in the hand so I did say this don't make no sense so apparently while I was walking to my car and placing the food securely on my seat the manager daughter came out and said in a nasty tone have a good evening ma'am so immediately I tapped my car so my dash cam would come on and record the conversation she proceeded to walk towards my car and I said what did you say I said ma'am I think it's best for you not to walk no closer to my car so she mumbled some words and so I did say some things back to her and I did let her know I will contact corporate on this matter now it's one thing to pay the money for your food which we all have to eat which I have no problem with the price the problem I have is the manager have told me several times when I went in we don't have drink carriers I have put them on the list but they were not send them to this crystals I stated I don't understand why seem like you need to be on the phone with corporate or somebody because if a person come in and have more than one order you would think they would have drink carriers and the manager have said a couple times to me she ordered drink carriers never get them

    • Initial Complaint

      Date:11/27/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 11/22/23 I went to Krystal's in ******* ******* and used a newly activated debit card. My card information was stolen by the employee in the drive thru window. The employee then used my debit card shortly after I left the restaurant to make purchases to make over $700 in purchases at *******.com. I was notified by my bank of fraudulent activity. ******* provided me with the name of the person whom is an employee at Krystal in ******* *******. The employee also scheduled a pickup for the fraudulent purchases at the the local ******* Supercenter. ******* was made aware and notified the police when the employee attempted to pick the items up. The employee was arrested. Krystal local management was notified but I was unable to contact the corporate location. The "contact us" link for customers is unavailable, it has a back-up email that also is unavailable. This needs to be updated so that serious information like this can reach the appropriate parties to make sure these type incidents are followed up on.

    • Initial Complaint

      Date:11/21/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I went to Krystals on ************************************************************* today and they are charging for a large order of tater tots and that upcharge costs around 3 dollars and they are giving you a small Krystal burger box of tots I tried contacting corporate but you are not able to due to their link being broken I attached pictures there is no telling how many people they have scammed like this

    • Initial Complaint

      Date:11/20/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I paced and order online yesterday, 11/19/2023 and put in an order if almost $60. I ordered around 1:40 and it said my order will be ready by 2 pm. Upon finally getting to the restaurant I had to go through the drive thru because my 3 year old grandson was asleep in the car, before I could say what I was there for the employee proceeded to tell me it was a ***** minute wait, I said I was just there to pick up my order and everything is paid for. He said oh ok and pulled up my order then proceeded to tell me that their shake machine was down and I couldnt get my shoes so I will be refunded. I waited in the drive thru another 30 minutes with two c vehicles in front of me that never moved. I finally got out of the line to go inside to get my order. When I walked in I was ignored so I had to say excuse me, a lady responded yeah? I said I ordered online about an hour ago and still do not have my order she got loud and ignorant with me and said well we only have one grill so youre gonna have to wait I said then have me a refund because I have waited an hour for burgers which I still do not have and I have five people to feed. Her coworker which was a young man proceeded to go to the register and she stopped him and said no her order was online and that has nothing to do with me, she told me to go online and request a refund I went online and said there is no place on here that says anything about a refund she says well thats your problem not mine now get out! All I want is my money back I paid for food I did not receive was VERY disrespected and out $60, none of that was professional. I have searched everywhere for a working number for CORPORATE ABD CUSTOMER SERVICE AND CANNOT SPEAK TO ANYONE LIVE, THE LINK ON THE WEBSITE DOES NOT WORK !!!!! I have attached my order that I never received!!!!!

    • Initial Complaint

      Date:11/17/2023

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This is the second time we have been to the ****** ** Krystal location and have not been served. We wait in the drive thru line , first time 7:45pm , second time 8:45pm. No service. This last time the woman working asked me if I wanted a job because we had sat in the drive thru line for over 10 min with no response. The customer service at this location is terrible. I posted to the corporate page and no response.

    • Initial Complaint

      Date:11/16/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Good morning,I place a delivery order through the Krystals app on 11/12/2023 around 12:40 am. I received a call from the delivery person stating that the restaurant did not have any wings or chili cheese fries. I told to driver to cancel my order. I was still charged for the order that I didnt receive. I would like a refund for this order. Name: *************************** Phone number: ********** Email: ************************ Date of purchase: 11/12/2023 Time of purchase: 12:40am Restaurant: Krystal MFS026 Order number: ***************** Total: ***** This is the original email message I sent to ********************************** on Sunday 11/13/2023, Wednesday 11/15/2023 and Thursday 11/16/2023 and I still have not received a response. I looked up a number for them to contact but could not find it. The website informed me to email them which I did.

      Business Response

      Date: 11/20/2023

      Thank you so much for reaching out to us. We are also sorry to hear that your last visit did not exceed your or our expectations. We take great pride in our guest-first philosophy and were disappointed that we failed to live up to our standard by not providing you with a great dining experience. We have reached out to our store and will be looking into this matter. We have refunded your order. Please allow **** business days to reflect in your financial institution. Again, were sorry for your experience. We hope to have the opportunity to serve you again soon.

      Customer Answer

      Date: 11/20/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***************************

    • Initial Complaint

      Date:11/16/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I order A12 pack Krystal 3 pack 2 order fries 2 apple pie my buns we total wet the meat was not done at all my client is 73 years old went from r sr visits that was lunch put in the trash when we got home how can any company service such bad food only thing good apple pie fries ok couldnt eat any burgers this was Krystal in ********

      Business Response

      Date: 11/20/2023

      We are so sorry to hear that your last visit did not exceed your or our expectations. We take great pride in our guest-first philosophy and were disappointed that we failed to live up to our standard by not providing you with a great dining experience. We have reached out to our store and will be looking into this matter. For your inconvenience, we would like to send you a  complimentary card digital code for you to enjoy on your next visit. If this is acceptable, we would send this to your email on file. Again, were sorry for your experience. We hope to have the opportunity to serve you again soon. 

    • Initial Complaint

      Date:11/14/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello I visited my local Krystal this morning all 3 of my bacon scramblers we disgusting the grits were burnt then the grits had big clumps in them I had a horrible experience with the ************ store ***** **

      Business Response

      Date: 11/20/2023

      We are also sorry to hear that your last visit did not exceed your or our expectations. We take great pride in our guest-first philosophy and were disappointed that we failed to live up to our standard by not providing you with a great dining experience. We have reached out to our store and will be looking into this matter. For your inconvenience, we would like to send you a  complimentary card digital code for you to enjoy on your next visit. If this is acceptable, we would send this to your email on file. Again, were sorry for your experience. We hope to have the opportunity to serve you again soon. 

      Customer Answer

      Date: 11/20/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      *****************************

    • Initial Complaint

      Date:11/10/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed a Pick 5 order on 11/10 at 12:23 pm at JAXF15. I am handicapped and selected drive-thru for pickup. I was refused service when I arrived to pickup my food. I was told I had to come in to pickup regardless of the drive-thru selection. Even after I told them I had already patiently waited in the drive-thru line and I don't walk well. They still insisted I had to come in so I told them to cancel the order. I was informed I had to do that online. I tried calling the corporate line ************ and the call would not go through. Kept telling me to dial 611 instead. There is no option in the app to cancel an order. Store won't give me my food even though drive-thru is a pickup option in the app. The corporate number doesn't work and I can't find any online option to cancel the order myself. Talk about running in circles. I'll never eat at Krystal again after this fiasco. I just want the order cancelled since I never got any food. I want a full refund for what I was charged.

      Business Response

      Date: 11/13/2023

      Thank you so much for reaching out to us. We are also sorry to hear that your last visit did not exceed your or our expectations. We take great pride in our guest-first philosophy and were disappointed that we failed to live up to our standard by not providing you with a great dining experience. We have reached out to our store and will be looking into this matter. We will need more information to process your refund. Please check your email for message sent to you from spbhospitality.com.  Again, were sorry for your experience. We hope to have the opportunity to serve you again soon.

      Customer Answer

      Date: 11/13/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      *****************************

    • Initial Complaint

      Date:11/09/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an online order through the krystals website. It sent me a confirmation email. A whole hour of waiting my order was cancelled! The charge was still pending so I figured it'd drop once it stopped pending since my order was cancelled. Instead, it completed. It took the money off my card. I called the store and was told to contact krystals on the website so I did. I've heard nothing. My order number is *****************

      Business Response

      Date: 11/10/2023

      We do apologize for the cancelled order and have processed your refunded. Please allow **** business days to reflect in your financial institution. Again, were sorry for your experience. We hope to have the opportunity to serve you again soon.

    The Krystal Company is NOT a BBB Accredited Business.

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